Effectiveness of training, what are the dimensions involved. Case study in Pusat Pembelajaran Bank Simpanan Nasional / Khairiyah Kamal

In this project paper, the aim of this research is to study what are the dimensions involved to the effectiveness of training program in Pusat Pembelajaran Bank Simpanan Nasional (PPBSN). This study involved staffs of Bank Simpanan Nasional who attended training program in Pusat Pembelajaran Bank Simpanan Nasional (PPBSN). This research only focused those were involved in Customer Service and Change Mind Set Training program in September and October as a respondent. Four factors have been used to determine the effectiveness of training program in PPBSN which were the quality of trainers, organizational support, strategic training program and employee‟s selfefficacy.

This research also try to figure out if there was any differences between demographic profile and the effectiveness of training program which were employee’s working experiences and academic qualification. From the result, it was found that, all the variables which were quality of trainers, organizational support, strategic training program and employee‟s selfefficacy have a significance relationship with the effectiveness of training in PPBSN. But, the demographic profile (employee‟s working experiences and academic qualification) does not have any relationship that may contribute to the effectiveness of training program in PPBSN. However, from these four variables, only three variables were the most influences factors to the effectiveness of training program which were the quality of trainers, strategic training program and employee’s self-efficacy. Employee’s self-efficacy was the highest value compared to quality of trainers and strategic training program meanwhile organizational support has been excluded as the most influences factors to the effectiveness of training program in PPBSN. Recommendations for future research were discussed.